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Contact Centre Contracts

Request date
22 July 2025

Outcome
Full disclosure

Document actions
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Request

I wish to submit to the organisation a freedom of information request relating to the organisation's ICT contracts, specifically around:

  1. contact centre contract(s)

  2. inbound network services contract (s)

The first part of my request relates to contact centre service contracts which could relate to one of the following:

  1. Advanced call distribution to control the flow of calls and maximise customer experience

  2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram

  3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics

This could be part of a whole package or separate service applications.

Please send me the following information for each provider:

  1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

  2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

  3. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

  4. Contract Expiry: For each supplier, please state the date of when the contract expires.

  5. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

  6. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

  7. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title.

  8. Number of Agents; please provide me with the total number of contact centre agents;

  9. Number of Sites; please can you provide me with the number of sites the contact centre covers.

  10. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

  11. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

  12. Number of email users: Approximate number of email users across the organisations.

The second part of my request relates to the use inbound network services contracts which could relate to one of the following:

  1. 0800, 0845, 0870, 0844, 0300 number

  2. Routing of calls

  3. Caller Identifier

  4. Caller Profile- linking caller details with caller records

  5. Interactive voice response (IVR)

For a contract relating to the above please can you provide me with?

  1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

  2. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier

  3. Contract Expiry: For each supplier, please state the date of when the contract expires.

  4. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

  5. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

  6. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.

Response

Thank you for your request which has been processed under the Freedom of Information Act 2000 (FOIA).

In your email you have requested information request relating to the organisation’s ICT contracts, specifically around:

  1. contact centre contract(s)
  2. inbound network services contract (s)

The first part of your request relates to contact centre service contracts which could relate to one of the following. This could be part of a whole package or separate service applications:

  1. Advanced call distribution to control the flow of calls and maximise customer experience
  2. Email, website live chat and integrations with popular social media apps like Facebook and Instagram
  3. Performance monitoring tools to track performance, customer satisfaction and other key sales metrics.

The Gambling Commission’s responses to your questions are as follows:

  1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

Phoenix Software Limited

  1. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.

£274,414.44 (please note this contract has many components that are not related to your request, it is not possible to separate out the components specific to your request).

  1. Contract Duration: For each supplier, please state the contract duration of the contract expires. If available please also include any contract extensions.

The contract duration is 3 years.

  1. Contract Expiry: For each supplier, please state the date of when the contract expires.

The contract expiry is 30/12/2027.

  1. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

The contract will be reviewed in September 2027.

  1. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

Phoenix Software Limited is the reseller that we have procured our Microsoft 365 E5 Subscription through (which includes MS Teams Phone standard licenses, which is the only component of this contract covered by your request).

  1. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address. At the very least please provide me with their actual job title.

Any information falling within the scope of this part of your request, would constitute personal data and is therefore exempt from disclosure.

The Data Protection Act 2018 requires the processing of personal data to be fair and lawful. It would be disproportionate for us to publicly disclose these details unless there is a strong public interest in doing so. These individuals have a legitimate expectation that their personal details will not be disclosed in the context in which they are held.

On balance, this information is therefore exempt under section 40(2) of the FOIA. Any enquiries can be directed to procurement@gamblingcommission.gov.uk.

  1. Number of Agents; please provide me with the total number of contact centre agents.

There are 125 Teams Phone licences of which 12 are Contact Centre agents.

  1. Number of Sites; please can you provide me with the number of sites the contact centre covers.

The Contact Centre covers 1 site.

  1. Manufacturer of the contact centre: Who is the manufacturer of the contact centre system that you operate?

Enghouse (this is included in the contract below not the Pheonix contract)

  1. Do you use Microsoft Exchange 2003 as your email server? If not, then which products do you use?

The Commission uses Microsoft 365 Exchange Online as our email server.

  1. Number of email users: Approximate number of email users across the organisations.

The number of email users across the organisation is 495. There is no website live chat or any integration with any social media apps.

The second part of your request relates to the use inbound network services contracts which could relate to one of the following:

  1. 0800, 0845, 0870, 0844, 0300 number
  2. Routing of calls
  3. Caller Identifier
  4. Caller Profile- linking caller details with caller records
  5. Interactive voice response (IVR)

For a contract relating to the above, please see the Gambling Commission’s responses to your questions as follows:

  1. Incumbent Supplier: For each of the contract(s) please can you provide me with the supplier of the contract.

Koris365.

  1. Annual Average Spend: For each supplier, please state the annual average (over 3 years) spend for each supplier.

£14,947.

  1. Contract Expiry: For each supplier, please state the date of when the contract expires.

The contract expiry is 05\12\2025.

  1. Contract Review: For each supplier, please state the date of when the contract will be reviewed.

The contract will be reviewed in September 2025.

  1. Contract Description: For each supplier, please state a brief description of the services provided of the overall contract.

The Contact Centre use a client called Touchpoint (Enghouse are the manufacturer for this). This is part of the overall network and telephony contract that we have with Koris365.

  1. Contact Details: For each supplier, please state the person from within the organisation responsible for the contract. Please provide me with their full name, actual job title, contact number and direct email address.

Any information falling within the scope of this part of your request, would constitute personal data and is therefore exempt from disclosure.

The Data Protection Act 2018 requires the processing of personal data to be fair and lawful. It would be disproportionate for us to publicly disclose these details unless there is a strong public interest in doing so. These individuals have a legitimate expectation that their personal details will not be disclosed in the context in which they are held.

On balance, this information is therefore exempt under section 40(2) of the FOIA. Any enquiries can be directed to procurement@gamblingcommission.gov.uk.

Review of the decision

If you are unhappy with the service you have received in relation to your Freedom of Information request you are entitled to an internal review of our decision. You should write to FOI Team, Gambling Commission, 4th floor, Victoria Square House, Victoria Square, Birmingham, B2 4BP or by reply to this email. 

Please note, internal review requests should be made within 40 working days of the initial response. Requests made outside this timeframe will not be processed.

If you are not content with the outcome of our review, you may then apply directly to the Information Commissioner (ICO) for a decision. Generally, the ICO cannot make a decision unless you have already exhausted the review procedure provided by the Gambling Commission. 

It should be noted that if you wish to raise a complaint with the ICO about the Commission’s handling of your request for information, then you are required to do so within six weeks of receiving your final response or last substantive contact with us.

The ICO can be contacted at: The Information Commissioner’s Office (opens in a new tab), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF.

Information Management Team
Gambling Commission

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